They need to cover water since they recommend holding the watch under s faucet to loosen a sticky crown!
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
"We're sending your product back to you."
- Thread starter Dwalls90
- Start date
- Sort by reaction score
Good reminder:
https://support.apple.com/en-us/HT204639
Even more shocking that for the 1st Gen AW, which is water "resistant", not "proof", they recommend submerging it under a stream of running water as a "fix". I'll be sure to reference them to this, should they claim water damage is the culprit.
I believe everything you're saying. Hopefully this works out for you. I'm curious to why they sent it back.
Icing on the cake.. the representative I spoke with on chat last night, incorrectly scheduled the call for tomorrow instead of today, which conflicted with our chat transcript denoting the call would be for today at 11.. I never received an email confirmation of the scheduled time, thus relied on the transcript as the scheduled call time, requiring me to contact Apple again to change the call to 11:45 today. Anyways, below is how the call went:
WOW My mind is BLOWN. The first representative was a little too "chill" and uncaring. He put me on hold, then disconnected. I called back, and second agent said:
"I stand by the statement the repair center has issued, there's nothing further I can do, nor no one above me you may speak with. I guess you could try taking it to a Genius Bar."
HOW is it possible that no one in this organization knows what is going on with my $600 device? Can someone PLEASE provide customer relations contact info? I cannot get over how arrogant and unhelpful customer service was, after spending 2+ hours on this ordeal.
WOW My mind is BLOWN. The first representative was a little too "chill" and uncaring. He put me on hold, then disconnected. I called back, and second agent said:
"I stand by the statement the repair center has issued, there's nothing further I can do, nor no one above me you may speak with. I guess you could try taking it to a Genius Bar."
HOW is it possible that no one in this organization knows what is going on with my $600 device? Can someone PLEASE provide customer relations contact info? I cannot get over how arrogant and unhelpful customer service was, after spending 2+ hours on this ordeal.
Not sure why no one has mentioned this yet: EMAIL TIM COOK. An executive relations rep WILL call you and they will resolve the issue. Don't waste your time with the phone drones. They are rarely helpful.
tcook@apple.com
Thanks, I've sent them a note and am awaiting a response.
I'm traveling for work this week, so I guess my watch that's being sent back to me is probably floating around with FedEx. Who knows when i'll have time to take it into an Apple Store, but this really better not end up being required.
I would be upset to if I were you too. They better come up with an answer for you and resolve this issue.
Below is the email I sent off. Hopefully I get a timely response, if one at all.
Hello Tim & Executive Team,
To say I am going through the worst customer service experience with Apple (and perhaps with any technology retailer) to date would be an understatement. As way of background, here are the facts of my situation, which still remains unsolved as of the time this email was sent.
November 22nd: I noticed my Apple Watch ("AW") "Force Touch" screen stopped responding to most inputs.
November 23rd: My AW "Force Touch" screen stopped responding to all inputs, resulting in me requesting service through Apple.com. A box was mailed to my address.
November 25/26th: I received the FedEx shipping box, and carefully placed my AW into the box following the provided instructions, then dropping it off at a FedEx Store.
November 28th: I received an email from Apple confirming my AW had been received for repair. Later that day, I received an email denoting the below:
Your product arrived at our repair center. Unfortunately, our technicians determined that your product is ineligible for service. It shows signs of misuse or unauthorized modifications. Therefore we can’t complete your repair request, and we’re returning your product as is. You'll get it in about two business days. We apologize for any inconvenience.
I contacted Apple Support chat, and they (Apple representatives one and two) were unable to provide me any details regarding why my watch was denied repair. I'm absolutely flabbergasted that Apple requested I send in my $600 AW for repair, denied it any sort of service/repair option, and yet no one seems to understand why this course of action was taken! Is there no internal repository of service request statuses and notes?! The way I interpret this situation is that a disgruntled employee could have simply opened the box, felt they couldn't be bothered, pressed an automated responded button to notify my email address of service denial without logging any sort of facts or details, and slapped a return label on the watch box.
The "Senior Advisor" on Apple Support chat set up a call with another "Senior Advisor" for November 29th at 11:00 AM, so the issue could be further examined and some sort of explanation could be provided. It makes no sense that one representative referred me to their peer equivalent within Apple, in hopes of them being able to provide me with additional detail, that the initial representative apparently wasn't privy to. After this first step was all said and done, I had wasted 45 minutes of my time.
November 29th: No one called me by 11:35 AM, more than 30 minutes after the scheduled call time. After contacting Apple Chat support again (Apple representative three, using the chat in an effort to keep my phone line free for the call I was expecting from Apple), I was alerted that the "Senior Advisor" I spoke to the prior evening, had created the scheduled call for the wrong date. As a result, a new schedule call time of November 29th at 11:45 AM was created. The problem is that they called a completely incorrect number, which is not tied to my Apple ID, nor the same number on the original callback, nor the phone number provided to the agent during various chat sessions. I proceeded to take it upon myself to contact Apple, since no one ever attempted to reach out my provided phone number, and dealt with two additional "Senior Advisors."
The first "Senior Advisor" (Apple representative four) was rather relaxed and didn't really seem to understand the situation, beyond stating that "he would take care of me." After putting me on hold for 10-15 minutes, I was 'mysteriously disconnected', and did not receive a callback. As a result, I called back a second time, and dealt with Christina (Apple representative five), another Senior Advisor (Number removed for privacy protection). To say she was unfriendly, non-empathetic and unhelpful is an understatement. After explaining my situation to the fifth person at Apple, she provided the below response:
I stand by the position of the repair center. I cannot provide additional details on why the watch was denied repair as I don't have it in front of me, and I'm seeing the same message on my end that you're seeing in your email. There is nothing further I can do to help you, nor is there anyone above me you may speak to. I guess you could try taking it to a genius bar to see if they can look at it for you.
To think I would spend additional time beyond the three hours I have already spent on this issue (time writing this email not included), to deal with a sixth Apple representative is ludicrous. I don't understand how visiting the genius bar, who simply would mail the product to the same service center I initially sent mine to (per Apple), for the exactly same outcome, is at all logical.
I cannot express how frustrated and disappointed I am with my experience regarding the repair/replacement of my watch. To be clear, this watch was purchased officially through retail as sealed brand new, with AppleCare+ officially activated and warranty in effect. The watch has not been physically damaged, nor modified. I have no idea how one even "modifies" or changes an AW, as the above email response from Apple appears to be implying. I have only ever used Apple accessories and watch bands, and the watch has never been used in extreme conditions that would adversely affect the well-being of the hardware in its 1+ years of ownership.
I need someone to contact me to look further into this customer service issue. I am looking to contact my Attorney General and finalize a report with the Better Business Bureau, in addition to submitting a summary of my experience with Apple online media outlets and forums. I'm also happy to distribute the Apple support chat transcripts and phone call recordings to share my experiences. If my story illustrates the new age Apple, then other potential customers need to know they should avoid spending their hard-earned money on "premium" products that fall apart after a very short time frame, and even with the purchase of an additional warranty (AppleCare+), your device is more than likely not going to be cared for. If this is how Apple now conducts business, I’m glad I discovered it now, and not after buying two new AW's for my younger family members this Christmas.
I look forward to a timely response.
Sad there's no one around anymore at Apple to inspire employees, they've been crapshooting the company more and more
Good email. Best outcome: An apology, a replacement Apple Watch of your choice and if pushing it - two free Apple Watch series 1 for your kids. Come on Tim, it's Christmas for gods sake.
Honestly, given I've spent about half a working day's hours worth of time on this issue now, I'd like a replacement watch - not a refurb. And overnighted.
The sad part is I already know that gosh forbid anyone responds to my email, I'll first have to wait until I'm back home after traveling for work this Friday. I'll then have to chase down a FedEx driver or go to a local delivery center on Saturday. By the time I chase down my returned broken watch, and send it out to anyone (assuming I'm given the clear by someone at Apple to send it out for round 2 of examination), it will have been 2 weeks since it initially stopped working.
In other words, best case scenario I'm looking at a refurb unit after 3 weeks in total, with likely some stupid empty apology from Apple. I'm not one to feel entitled, but receiving a new Series 2 SS (the new equivalent of the Series 0 I have now) would be calling it even in my book. But we all know that won't happen. Lol, 2 free Apple Watch series 1 ... I can't even find a competent customer service agent.
Take them to small claims court. If they don't show up since the cost of a lawyer is way more than the cost of a watch, automatic win for you. If they do show up they will need to prove beyond any reasonable doubt that you intentionally broke or modified your watch. Seeing as how you have applecare plus and you could have intentionally backed over it with your car and claimed accidential damage they will be hard pressed to prove their case of intentional abuse.
I sincerely appreciate the time you spent to relay that info here. I think what you are saying aligns with my situation. I've already raised the issue to Tim's email per forum suggestions, but do you have any thoughts on how to quickly escalate it to customer relations? It's already been a week, and at this point in time won't be resolved in under two, so am looking to expedite the process however possible.
While legally I think this is a viable option, I honestly cannot fathom an actual legal process over a watch. Yes, I like the product, and yes it was expensive, but this involves lots of additional time. I will keep this in mind pending the action (or lack thereof) over the next week.
I'll be sure to update this thread. Like yourself, I'm genuinely concerned about any investment into Apple products going forward.
If you definitely didn't mod it yourself, did you perhaps purchase it from someone or somewhere that might have?
In reality, I would be shocked if Apple gave you a new Apple Watch. The most important thing to clear up first, is why did they send the Apple Watch back to you in the first place. Then once that's cleared, I would then clear a path with Apple on your abysmal experience up to this point.
They will likely assist in the repair or as you stated, offer you a refurbished model for the same exact model you have now, if they choose this route. You are unfortunately experiencing a poor customer related concern, which I believe everything you're saying. But in the end, Apple needs To at minimum, provide you a leveled understanding on why the return, even if they don't meet your expectations. But if Apple does provide you clear feedback on why the return, technically they don't need To go any further, other than returning your property back to you, assuming they should apologize for any undue delay.
I will say, this is one of the worst customer service related issues I have heard with Apple and unfortunately it's happening to you, who appears to be honest from a forum member perspective.
You have to prepay for over $500 for express replacement. Yes you are supposed to get the money back when they receive your old watch but they have stupid stipulations such as “if the watch arrives late at apple, you will be charged”. I was told several times that it doesn’t matter if its the shipping couriers fault or yours. Late is late.
My friend, with all respect, please read the thread before commenting. I've said numerous times both in my posts and in the email to Tim Cook (posted above) that the watch has never been modded and it was purchased brand new and sealed from Apple Retail.
I agree with you. I won't receive a new watch, nor anything different from the exact model that needs to be replaced, if anything at all. Which is really unfortunate, because at this point, while I want a functioning AW back, this experience has left a very sour taste in my mouth already. I no longer want to buy AW's as Christmas gifts, and will hold onto my current Macbook Pro for a lot longer to avoid upgrading. This experience has severely lessened my 'faith' in Apple as a customer-oriented company of high quality products.
From reading the other thread linked to this one, it's clear Apple has no real qualitative process for examining and diagnosing watches when they arrive at these depots. So, the truth appears to be that no one at Apple knows what's wrong with my watch. There is no documentation. And no one will ever know why it was denied service. No one will understand why the screen stopped functioning until I take it to a genius bar, only for them to actually take time to diagnose it honorably, or send it back to the depot for hopefully better luck on round two.
Yea, definitely not prepaying any large amount to Apple for any kind of service going forward.
This is not entirely true. They put a hold on your credit card for the cost of the OOW. Which is between $199-$249 depending on the watch you own. You then have 2 weeks to return the original product with the provided Fedex express label. I have used express replacement 2 times for Apple Watch and 4 times for iPhone over the last couple of years. Not once have I had a problem.
To your late point, thats just a scare tactic. I have used express replacement for a lightning cable. The cable was late due to a storm, there was not charge.
[doublepost=1480521590][/doublepost]
Its not prepaying. It is a hold on your credit card. I have never once had the hold actually clear. The hold usually drops off before they receive the original item back because banks only allow a hold to sit on your card for so long.
Update: Apparently someone from the executive team has taken ownership over my case, and is investigating the issue, and I should expect an update in the form of a phone call by today or tomorrow.
Hope it works out. Nothing more frustrating than accusative and arrogant customer service.
Okay, so it really shouldn't have gone this far at all (customer relations, executive relations). The first or second senior advisor should have asked the repair depot to take a second look at the 
Watch that was "supposedly" misused. Approximately 81%-83% of the time they take a second look, decide they were wrong, and all is well. 2-3 day process, tops. That said, Express Replacement is the best way to go, as then they do not seem to give a rip and just replace it.
Watch that was "supposedly" misused. Approximately 81%-83% of the time they take a second look, decide they were wrong, and all is well. 2-3 day process, tops. That said, Express Replacement is the best way to go, as then they do not seem to give a rip and just replace it.